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Post by Bob Liu on Jan 8, 2022 14:05:05 GMT -6
Thanks to someone who just brought this to my attention in an email.
I’ve checked and confirmed. It’s exactly the fact, so let me quote it here.
“
I'd realized that now the "sign-up" button on powertochoose website does not mean we can sign-up for the new electricity plan online; a.k.a. all process will be handled electronically.
Just, Amigo, Frontier & Gexa force us to CALL them to sign-up for their plans (especially short-term plans).
”
I’ll email those companies for answers.
And I don’t expect I’ll get the straight one. : )
Then WE will need to make a complaint to the State.
I’ll be working on that, and let people know how, where, etc.
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Post by Bob Liu on Jan 10, 2022 12:57:50 GMT -6
I emailed, asking about the “sign-up”, to 4 providers: Frontier, Gexa, Just, Amigo.
As of 1/10/2022, Monday, Gexa email replied,
“Thank you for contacting Gexa Energy. We understand your concern regarding signing up. We are unable to enroll or discuss rates via email. For further assistance, please contact our care center. Should you have any other questions, please do not hesitate to contact us. Thank You for being a great part of Gexa Energy.
If you need further assistance, please contact our CareCenter at 713-961-9399, or call us toll-free at 1-866-961-9399, Monday - Friday from 7:00 a.m. - 8:00 p.m., and Saturday from 8:00 a.m. - 2: 00 p.m., and allow one of our customer care representatives to assist you.”
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Post by Bob Liu on Jan 10, 2022 15:33:41 GMT -6
As of 1/10/2022, Monday, Amigo email replied,
“Thank you for your recent e-mail. We do appreciate your business.
Thank you for bringing this to our attention so that we can provide you with the needed information. Please accept our apologies for the delay in responding to your inquiry.
If you want to sign up with Amigo Energy, please call 888-331-8871. One of our agents will gladly assist you with your request and the plans based on your specifications.
Should you have any further questions or concerns, please contact Customer Support.”
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Post by Bob Liu on Jan 11, 2022 13:51:56 GMT -6
I didn’t like it, but I had to do it.
I called Gexa today, Tuesday.
It’s interesting, I think you’d like to know. : )
There are two phone numbers on Gexa website.
They all reach the same answering machine.
I used Gexa before, so the machine recognized my phone number.
Right away, it asked for my account information to get in.
If you like me, don’t be surprised when you call.
This is no surprise, the rep had no idea what I was calling about.
He was kind and helpful though.
I asked and was told we could sign-up up to 90 days from now.
That’s the most important piece of information.
I asked and he told me that
they are outsourced support based in Columbia, South America.
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Post by Bob Liu on Jan 11, 2022 19:00:32 GMT -6
Just email replied,
“We are sorry for the delay in response. We understand that you want to enroll with us through online. Thank you for showing interest in enrolling with us. We are sorry to inform you that we service department at 1-866-288-3105 one of our phone support advisor will help you to start a new enrollment.”
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Post by Bob Liu on Jan 12, 2022 12:26:36 GMT -6
As of 1/12/2022, Wednesday,
The following providers’ online “Sign-Up” on Power-To-Choose are back on! : )
* Frontier
* Amigo
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Post by Bob Liu on Jan 12, 2022 19:44:50 GMT -6
Double-check it, I checked again in the evening.
Frontier and Amigo was back to phone calling again. : )
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Post by Bob Liu on Jan 13, 2022 13:22:17 GMT -6
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Post by Bob Liu on Jan 13, 2022 13:31:58 GMT -6
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Post by Bob Liu on Jan 13, 2022 13:36:10 GMT -6
Gexa is also back on! At the moment. : )
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Post by Bob Liu on Jan 13, 2022 18:06:37 GMT -6
As of 1/13/2022, Thursday, (around 6pm)
Frontier and Gexa are back to phone calling again.
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Post by Bob Liu on Jan 14, 2022 18:45:24 GMT -6
As of 1/14/2022, Friday,
this is the 3-day “pattern” (from Wed to Fri) I found out with Frontier and Gexa. During the afternoon for several hours, their online PTC “Sign-Up” is on.
Amigo online PTC “Sign-Up” is on.
Just “Autopay PTC Plan - 3” is not.
I was able to sign-up online at Frontier today, around 3pm.
It allowed us to switch up to 3 months from now.
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Post by Bob Liu on Jan 15, 2022 18:14:08 GMT -6
As of 1/15/2022, Saturday,
no Saturday online “Sign-Up” on Frontier nor Gexa.
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Post by Bob Liu on Jan 16, 2022 18:20:00 GMT -6
As of 1/16/2022, Sunday,
no Sunday online “Sign-Up” on Frontier nor Gexa.
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Post by Bob Liu on Jan 17, 2022 18:48:21 GMT -6
As of 1/17/2022, Monday,
Today is a holiday.
No holiday online “Sign-Up” on Frontier nor Gexa.
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Post by Bob Liu on Jan 18, 2022 12:02:41 GMT -6
As of 1/18/2022, Tuesday,
around noon, all online “Sign-Up” are back on (that previously not):
Just, Frontier, Gexa
Frontier and Gexa, again, online “Sign-Up” only available
during business days for several hours in the afternoon.
This seems to be their pattern for now.
Let us know if you find this pattern changes.
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Post by Bob Liu on Jan 19, 2022 18:15:56 GMT -6
As of 1/19/2022, Wednesday, all afternoon,
both Frontier and Gexa online sign-up had not been available.
I emailed a complaint to PTC Customer Service, focused on Frontier.
Let’s see what’s next.
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Post by Bob Liu on Jan 20, 2022 15:43:48 GMT -6
PTC replied,
“Thank you for contacting the Public Utility Commission of Texas. It appears that Frontier has corrected the issue. Should you have issues with them not allowing you to enroll of any other issues, you may file a complaint online at www.puc.texas.gov/consumer/complaint/Complaint.aspx.
“
Yes, Frontier has corrected the issue. So far. : )
I’ll be watching it, for several days, and most hours.
And Gexa has not, since I only complained on Frontier. : )
Well, it doesn’t matter. Frontier is our target!
I encourage you to submit a complaint to PTC in the future.
This is the place: powertochoose.com/en-us/Content/ContactUs
The link to “file a complaint online” at PUCT will be next level.
It’s for those who are already a customer with an account number to file.
The “Sign-Up” problem we’re having now are providers’ “incorrect” showings on PTC.
PTC is the one who has to deal with it.
And it showed that it can, effectively and quickly.
PTC is part of the Public Utility Commission of Texas (PUCT).
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Post by Bob Liu on Jan 21, 2022 18:55:35 GMT -6
As of 1/21/2022, Friday,
I submitted a message to PTC again today,
and this time Frontier did not correct it.
I encourage you guys to submit a message to PTC against Frontier.
This is the place: powertochoose.com/en-us/Content/ContactUs
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Post by Bob Liu on Jan 24, 2022 18:19:15 GMT -6
PTC email replied to me that, “You do not need to be a customer of the company to file a complaint against them. You may enter unknow if the field that requests an account number.”
So today, 1/24 Monday, I filed a complaint at the Public Utility Commission of Texas, as PTC instructed in its email. www.puc.texas.gov/consumer/complaint/Complaint.aspx
Here’s its notification of receipt,
“The Customer Protection Division (CPD) of the Public Utility Commission of Texas received your informal complaint and will begin an investigation of your concerns. In accordance with Commission Rules, we will provide the company notice of our investigation and require a response to the complaint within 21 days. At the conclusion of CPD's investigation, we will send you a letter describing our findings along with any recommendations for the company.
If you have any additional information or documentation that supports your complaint, you may contact us at (888) 782-8477 or by email to customer@puc.texas.gov as soon as possible so the information can be included in our investigation. Please also contact us if you have any questions or concerns about the investigation.”
Now I encourage you guys to file a complaint at the Public Utility Commission of Texas. www.puc.texas.gov/consumer/complaint/Complaint.aspx
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Post by Bob Liu on Jan 31, 2022 0:13:21 GMT -6
My current electricity plan is with Just Energy.
It ends on 02/09/2022, less than 2 weeks away.
I can switch out within 14 days before expiration day w/o penalty.
During the weekend, I tried to switch to Amigo Energy.
And found out that its website also changed to phone # only,
though its online “SIGN UP” button is available on PTC website.
I filed a complaint against Amigo to the Public Utility Commission of Texas.
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Post by Bob Liu on Feb 12, 2022 15:32:08 GMT -6
The Customer Protection Division of the Public Utility Commission of Texas
replied to my filed complaint,
“The Customer Protection Division (CPD) of the Public Utility Commission received your complaint against Frontier Utilities concerning your inability to process an online enrollment. With the information you provided, CPD initiated an investigation on your behalf and notified Frontier Utilities of your complaint.
Frontier Utilities confirmed they provide customers the option to enroll online or over the phone. The company conducted the necessary research and did not find any issues with the third party website and confirmed the website was working properly. If you continue to experience problems processing an enrollment, we suggest that you reach out directly to Frontier Utilities for assistance.
Thank you for the opportunity to address your concerns. If we can assist you with future utility concerns, please contact us toll free through our Customer Assistance Call Center at 1-888-782-8477.”
In short: no help. : )
What I would do:
* Try “frequently” to sign-up online, possibly as I can.
* Figure if there’s other options.
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